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Microsoft Dynamics Review

Microsoft Dynamics CRM Online is a user-friendly and affordable CRM software, particularly for Microsoft Office users. While there are some missing features, the product is still a simple solution with minimal headache and an appealing uptime guarantee. Get Quote

Stacy Bennett

Stacy Bennett

CRM Software Expert

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Updated: March 26, 2014

The Good

Updated interface:

The Microsoft Dynamics CRM Online interface looks and feels a lot like Windows 8. The menu system is easy to navigate and includes quick access to sales, marketing, and other relevant options. You also have the ability to switch between dashboards and to customize each dashboard with the metrics and information you value the most.

Powerful reporting capabilities:

Select from a large list of prebuilt reports, slice and dice data in Excel pivot tables, and create custom reports through the report wizard or through the SQL Server Reporting Service (SSRS). You can open up an Excel file containing a report and refresh it directly from the file without having to go into your CRM application. Dashboards offered by Microsoft Dynamics CRM Online are slightly a cut above the rest. They offer you the ability to drill down into sub-data, modify the layout, and obtain in-line data visualization, giving users the ability to visualize data through intelligent charts and graphs.

Great online support:

The online resource center contains useful material that helps you get started with and continue using Microsoft Dynamics CRM Online. You can view what's new with the product, quick-start guides, popular searches, training videos, a knowledge base, FAQs, forums, and the CRM team blog. Forums enable you to search for a solution to an issue you're having or post a new question. Moderated by support engineers and product group team members, this is a good channel of technical support for the product. Additionally, the Facebook page is useful for solving problems; just post your question on the wall and expect a quick response.

Organized data management:

You can configure Microsoft Dynamics CRM Online to track changes on certain record types and fields, and record data such as the change made, the time and date, and the user who made the change. The auditing tool helps you conduct user training, drive efficient processes, and keep compliance with internal and external regulations. You can also eliminate duplicate data to help maintain data quality. Rules can be created for multiple fields. For example, you can create a rule to check for duplicate contacts if they have the same name and email address.

Excellent uptime guarantee:

Microsoft offers a guaranteed uptime with a 99.9% financially backed service level agreement for its online CRM solution. This is a great way to provide peace of mind for customers, especially larger organizations that rely more heavily on their CRM software.

The Bad

Mediocre marketplace for third-party solutions:

Through Pinpoint, you can find available applications to integrate with Microsoft Dynamics CRM Online. This is a very small marketplace with not enough user ratings, which limits your ability to easily find third-party solutions to further extend your CRM capabilities.

The Details

Contract Agreement Annual
Data Storage 5GB
Free Trial 30 days
Monthly Rate $15 - $65/user
Number of Users 5 - Unlimited


Customer Support Automation

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  • Case Management - You can create, track, and manage customer cases.
  • Email-to-Case - You can capture a customer case from email.
  • Knowledge Base - You can publish a knowledge base to contain solutions to be shared with users in your organization and customers.
  • Service Contracts - You can create, track, and manage service contracts - which is an agreement between you and your customers.
  • Solutions - You can create, view, and manage solutions used to solving customer cases.
  • Web-to-Case - You can capture a customer case online through web forms on your website.
  • Computer Telephony Integration (CTI) - Computer Telephony Integration (CTI) is enabled for this product. At a minimum, this allows you to manage incoming and outgoing calls.
  • Self-Service Portal - You can provide online support for your customers through a self-service portal.

Marketing Automation

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Reporting and Analytics

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Sales Force Automation

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3rd Party Integration

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Data Management

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Email Integration

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Learning Curve

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Security and Administration

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Workflow Management

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Inventory Management

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Monthly Rate: $65/user
Number of Users: Unlimited (5 minimum)
Data Storage: 5GB

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